Window World Of Richmond

They deliberately installed the wrong size window in my house by placing an unsightly piece of extra white plastic underneath the glass to prop it up. It looks horrible and completely different from all of the other windows they've installed here on previous occasions, including windows in identical openings. Despite finally admitting in writing that their installers' measurements differed from the salesman's initial measurements (after attempting to gaslight me with a string of excuses), they are refusing to send someone to double-check the measurements and figure out what went wrong with the installation before creating a replacement. So if and when the replacement arrives, it is very likely to be the wrong size again and/or installed incorrectly again. Furthermore, their installers this time could not understand or speak any English, so I was unable to discuss my concerns with them when I noticed the problem. Ashley stated that Window World "cannot guarantee" that any of their workers will be able to understand or speak English. I guess it's easier to exploit certain groups for cheap labor (probably illegally) than it is to pay proper wages and benefits to American citizens. Unless a correctly-sized window is correctly installed in my house, I will see you in court if you try to take the rest of my money.

We spent $37,000 between 2 homes replacing windows, a roof, and a front door. The installers removed our brand new Pella storm door and were unable to reinstall it correctly so it does not latch and our dogs have escaped several times. They were apparently unable to procure white nails and installed black nails which are visible from the outside. They smeared caulk all over the interior trim of 19 windows which will take considerable time to remove. They cancelled 5 corrective installation appointments. The corporate office is not responsive. After repeated attempts to reach the general manager and owner, I finally was able to meet with Matt, the owner , and Joey, the general manager, who made promises for corrective work. Before we could reach an amicable agreement, I was served with a Warrant in Debt for my balance in full before Window world performed any of the corrective work promised in writing.

Went excellent. One call and the get the parts on order. The repair person Paul Mattox was on the spot at my house and replaced the shash and fixed the slide in all about 10 minutes.

If you love cleaning up broken glass from your yard, Window World is the company for you. You will also be treated nails and paint chips all over your house. Are you tired you your green grass? Not to worry, Window world will put the old windows on your lawn, killing the grass underneath. When you express all this the the company during the follow up their response is, “ okay your balance is $12,000.”

Rick the WW Sales representative gives you a sales pitch and gets a down payment. (He measured one of the two windows needing replacing) Heather calls to schedule insulation team to come measure windows. Team comes and measures windows that are being replaced. Installer identifies possible issue when he has to install window. I called WW and talked to Kaitlyn and explained the situation, she stated she would talk to Rick. I received a text from Rick, showing the one window being replaced with a different window grid pattern from what we ordered (Because of the window size) (Though when we ordered the window, Rick stated that the window grid pattern was available and fit). Rick called and stated he was not responsible for installation or shipping. Also stated we either accept the new window grid pattern or WW could not make and NO refund! (Bait and Switch) VERY RUDE AND ONLY WANTED TO ARGUE!!! I asked Rick to talk to the manager Mike or the owner Matt, he said he would make it happen! Why did Rick not measure both windows before stating the could be made by WW??? Heather called to schedule window installation appointment, six weeks from the date windows ordered. The day before installation Heather called to say their window manufacturer was delayed and it could be another two weeks or longer (Used Covid19 as excuse, when they hire the manufacturer). NOT HAPPY!!! I asked Heather to talk to the manager Mike or the owner Matt, she said she would make it happen!Two weeks later Heather called to schedule window installation appointment. The day before window installation Heather sent a email less than one hour before they closed, stating because the possibility of rain, so appointment needs to be re-scheduled (Did not rain). Also stated the new appointment date and time (Date and time are when WW has a crew in Williamsburg and not when the customer would like). So I called WW and spoke to Heather an asked what if it is suppose to rain on this new date and time??? Why can't WW come in the next couple days, there is no rain in the forcast??? I stated this is twice now WW has canceled the scheduled window installation date! Heather (arguing) said SHE DOES NOT LOOK AT THE WEATHER WHEN SHE SCHEDULES APPOINTMENTS AND SAID I MUST NOT LISTEN TO THE NEWS, BECAUSE THERE IS A DEADLY DISEASE/VIRUS GOING AROUND!!! I told Heather I wanted to talk to the manager, because she just insulted me! Mike the manger got on the phone and I explained the whole situation. Mike stated that he would check on WW coming to install the windows in the next couple days??? He also stated that he would find out WHY Rick did not measure both windows??? He also stated that he would find out WHY Heather could only schedule appointments when she had crew's in Williamsburg and WHY she insulted me??? Mike stated he would have Matt the owner call me the next morning! The next morning or day I never received a call from Mike or Matt! Finally the next day Mike called stated (Matt recommended he call because he had already talked to me). Why will the owner to talk to his customers??? Mike apologized for not calling, but stated he has the the installation crew coming tomorrow to install the windows! Mike still did not answers the questions about Rick and Heather, stated he had not been able to catch up with them! Mike is suppose to be the manager and you can not catch up with your employees??? Installation crew came the next day and installed the two windows! They leave trash from the caulk tubes and window frame pieces on the ground! Scratched the walls! They do not put rubber booties on their shoes and just walk all over the house tracking dirt! Also they do not bring window cleaner, you have to provide! The funny thing is in the end, the one window that we were told would have a different window grid pattern, had the correct pattern! So from the salesman, to the installation manager, to the manager and the owner! WHO KNOWS WHAT A CUSTOMER IS GETTING??? THE WW MANUFACTURER IS WW SUB-CONTRACTOR!!! WORST EXPERIENCE WITH WW, I WOULD NOT RECOMMEND THEM TO ANYONE!!! I have to give them one star

Disappointing customer service. We've used Window World to replace ALL the windows in two houses we've owned. The most recent experience found us at odds over replacement of a case window in the kitchen. The product they installed looked cheap and the crank handle fell off within 24 hours of installation. When we told them we were not pleased with the product (that we paid more for) and asked them to switch to a double hung window at no cost, they tried to give us a credit on a door (?) and said they'd replace the window for $200. We already paid more for the "cheap" window, so we said no thanks. We spent thousands and they've haggling over $200. I guess that's the going price for poor customer service. Never again. Buyer beware! Clearly Window World of Richmond doesn't appreciate its customers. PS - the install crew was great. Working with the back office has been terrible!

Scheduling Problem Warning:  Don't let Window World (WW) schedule an installation for the Friday afternoon before a weekend or, worse, before a 3-day weekend as happened in my case. WW requires you to remove all blinds/curtains and move furniture etc to provide three feet in front of all windows.  Obviously this has a negative impact on the usage of your house.  In my case, I was scheduled to have 14 new windows installed on the Friday afternoon before Christmas and, even though I questioned their ability to meet that schedule, I accepted the appointment and made all the required changes based upon their assurance that there wouldn't be a problem.  There was a problem and the installation had to be rescheduled for the next Tuesday:  a 4-day slippage.  This caused me to cancel a Christmas party and Christmas dinner impacting multiple families.  They did show up on Tuesday morning and, after a quick inspection, did a good job. Based upon their failure to properly manage installation schedules, if you decide to go with WW make sure you schedule the installation on a morning to ensure you're the first to have the work done on that day.  Could there be delays caused by the weather or other scheduled jobs, sure, but you don't want to incur a 4-day delay similar to what happened to me.  Stay away from afternoons:  especially Friday afternoons.

We ordered the sweeps over 2 months ago. They didn't give them to installer in September who came to replace some windows that developed problems. We rescheduled for today between 12pm - 5pm. My husband took a 1/2 day off work to be here. At 4:50 no one showed up so he called. Heather who apologized and said we needed to reschedule, The only other day we could take off was November 12th. I found that unacceptable and called the office at 4:55pm (they are open until 5pm). I requested to speak with Heather. I was placed on hold until their phones rolled to voice mail because they were now closed. I left a vm but no one returned my call. I called again and got their outgoing message that they were closed. I have to give them a failing grade today only because Heather hid and let my call go to voice mail knowing full well I was on hold. My hope is that Matt Conley, the owner of Window World, sees this post. We are very disappointed.

The sales rep was very professional and knowledgeable, and explained the work and lead time, etc. WW's was not the lowest quote I received but I had confidence in the rep. When the window arrived, Caitlin from the office called and we set up an install date with a 8-10 AM arrival range. On the appointed day, no one came. When I called, I was told I was not on the schedule. We rescheduled for the next week (today) same arrival range. When no one showed by 10 AM I called the office and was breezily told by Caitlin that they'd be there in half an hour, which extended to an hour and 15 minutes (because of traffic I was told). When the trio of workers finally arrived they were polite and got right to work. Put coverings on the inside front floor but NOT on the new front door (I did that after a small gouge was made at the top of the door while the old window was taken down). Work got done quickly and they did clean up after themselves. I could not recommend this company to a friend or neighbor wholeheartedly mostly because I thought the office staff was less than professional and there does not seem to be a practice by the workmen to protect the existing surfaces of customer homes.

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The crew that came to actually DO the work were very professional and capable.  The office, however, was disrespectful, unprofessional, and INCREDIBLY vague about timing.  It took my husband and I calling the Window World CORPORATE to finally get the work finished.  It took about three months to get the project finished because of poor measuring.  I was laughed at by the receptionist and I when I was told I would be called back, I wasn't ... repeatedly.  NO THANK YOU!

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They would not give me a guarantee on the doors.  They knocked off the mailbox in the process and they were not going to fix it until I confronted them. They did not even tell me they knocked it over. They hired a sub contractors that was a young guy that did not have any experience.  I am still picking up shavings in my flowers.  They made the holes too big in my picture window, which makes the windows have big studs instead of small screws.  I got the fiberglass entry door and a glass storm door.  The storm door was put in upside down.  I know it is upside down because the writing on the door is upside down and at the top of the door when it should be at the bottom.

We ended up deciding to hold off on buying windows right now.  We have a lot on our house and the cost was a bit more than we were expecting.  We have friends who used them in the past so we would not hesitate to call them when it is time for windows in the future.

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It went okay. The $189 window is quite misleading because there are a lot of hidden costs with these windows. The panes are an additional fee, wrapping each window is an additional fee and they also have a disposal fee. What was supposed to be about $3200 turned into over $6000. I passed and went with another window company.

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William Sexton, a window technician, came to our home to check out a leak, presumably from a Window World window.  After discovering the source of the leak was not the window at all, William was still committed to fixing the problem and caulked our exterior siding and interior sheetrock?free of charge.  He was friendly, helpful, and eager to go above and beyond to assist us.

-2 months to get initial install date
- 1st install date was re-scheduled so I canceled the vacation day I requested
- 2nd install date - told they would be there between 8 & 10 am - he called at 11 to say he was late and arrived at 3pm and could only deliver some of the windows/supplies - told me I would get a call next day to re-schedule
- no one called to re-schedule and I spent the week struggling to get someone to re-schedule and finally someone called after I contact my salesman
-3rd install date - no one showed or called so I called office and canceled job - receptionist said they would give me a discount if I gave them another chance but I was too upset to deal with them
- got a call from Ashley asking me to give them one more chance and I hesitantly agreed (which I now regret)
-4th install date - installers showed up and replaced all windows but couldn't finish job because they didn't have enough materials to wrap windows - when they left, I had to sweep up glass inside and outside my home and noticed a lot of the windows were smudged/dirty so I started cleaning them - did not expect to have to clean brand new windows or clean up after installers.  Installers left my two gates open and I have pets so I was lucky my dog did not escape. I also noticed a lot of the interior caulking was very sloppy and applied too thickly in the corners.
-5th install date - no one called to let me know they were coming.  I went home  at lunch and found the windows were all wrapped and a notice of completion in the door with 50% remaining payment due (no discount). Also, on the front of my house there are 24 shutters and all were taken down and just left down.  I was NEVER informed that Window World would take down all my shutters and leave them down.
This is possibly the most unprofessional contractor experience I've ever had and I look at my home, my biggest investment with shutters down and smudged windows and sloppy caulking and I want to just cry.   The ads and salesmen tout their superior customer service but I had the exact opposite experience. My initial thoughts were that this company was growing too fast and couldn't handle it and that may be part of the problem, but there are obviously bigger issues going on there.

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We paid for a custom sliding glass door and two replacement windows for our home in the country. We paid for half of the job up front, which was a huge mistake on our part. We keep getting the run around about where our door is and where the windows are. We have patiently waited for 4 months and received nothing. This company has completely let us down. We have called and called numerous times and have gotten different answers from different receptionists. The worst part is that we have gone out to the house TWO TIMES now and waited when we had a scheduled appointment for the work to be done and NO ONE HAS SHOWED UP!! We have been stood up by these people with no explanation and NO PHONE CALL either! Both times we had to call the company to ask where the guys were. As it turns out, our door still isn't ready even though we have been told several times it would be installed, and the guy who was going to install the windows said it wasn't worth his time to come out to our house for two windows! I am furious that they have wasted our time repeatedly with no explanation or apology. I am done. We have yet to hear back from the company as far as a refund goes too. So I am taking it to the credit card company.

UPDATE: After the second skipped installation appointment, the office manager called us and apologized profusely. They had their guys come out the next morning to do the work that they could on a Saturday. They finished up on Monday when they brought the materials to complete the door and the correct window size. They offered to compensate us on the price for the difficulty that we had in getting the work completed. I do feel that they made a good effort to make the situation right.

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Some issues at first but were corrected. Workers are professional and clean up when finished. We have recommended them to a friends and will use them to do additional work. The door was more expensive but installers did an excellent job!